JIRA service desk / knowledge base intergration: more precise aticle to issue mapping

[Katya Godneva]

Hello,

I've been going through integrating our service desk (based on JIRA SD) and knowledge base (based on Confluence). So, I can see, that an the customer portal I can define exactly which articles to show via  labels. That is a great feature,

I wonder can I do the same for the articles that are showing  inside the portal, for the agents. Is there a way I can do the maping more precise? Using labels? Key words?

May be somewhere to read about it.

Thanks in advance!

[somethingblue · Accepted solution]

Hi,

There is a Suggestion titled Related knowledge base articles should use the label restrictions that you can vote on to help get this functionality:

The labels defined in the "Auto-search on request forms" configuration section of the KB settings apply only to the request type form page when a customer is creating his/her request, nowhere else. (e.g. they won't get applied to related articles suggested in the Knowledge base panel in the issue view for agents)

Please vote on JSDSERVER-4234 to add impact.

Cheers,

Branden

[Katya Godneva]

Thanks for letting  me know!